Call Center Supervisor - Phoenix, AZ

Now Hiring: Call Center Supervisor

Location: Phoenix, Arizona

Schedule: Full-Time | Monday–Friday

Compensation: $19.50 – $23.00 per hour (based on experience)

Benefits: Medical, Dental, Vision, PTO/Sick Time, 401(k)

General Purpose

The Call Center Supervisor oversees daily operations of the call center, ensuring efficiency, high-quality service, and staff development. This role supervises and motivates call center representatives, handles patient calls, fills appointments, and responds to inquiries. The Supervisor also plays a key role in training, coaching, and supporting staff, and assumes full supervisory responsibilities in cases of absence or delay.

Essential Duties and Responsibilities

• Supervise daily call center operations, ensuring performance, quality, and service goals are achieved.
• Monitor call queues and assign tasks to agents during high-volume periods.
• Lead by example—set clear goals, encourage professionalism, and promote patient-centered service.
• Provide coaching, feedback, and training to both new hires and senior employees on updated procedures.
• Manage escalated calls, ensuring prompt and professional resolution.
• Report challenges, issues, or staff concerns to leadership in a timely manner.
• Oversee all supervisory responsibilities in the absence of the Call Center Manager, including:
• Assigning and distributing work
• Monitoring queues and assisting with live chats
• Taking escalated calls
• Communicating with department leadership as needed
• Develop and implement call center policies, procedures, and team-building initiatives.
• Generate and analyze performance reports to identify trends and recommend improvements.
• Collaborate with HR on recruitment, onboarding, and training of call center staff.
• Perform additional duties as assigned by leadership.

Minimum Education & Requirements

Education: High School Diploma or GED (required).

Experience: At least 1 year of supervisor/team lead experience in a call center or medical practice setting.

Language: Bilingual (English/Spanish) required.

• Knowledge of HIPAA regulations; strict adherence to patient confidentiality.
• Proven ability to coach, train, and motivate employees.
• Strong understanding of performance metrics and call center operations.
• Proficiency in MS Excel, phone systems, and related software.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and problem-solving abilities.
• Ability to remain calm, professional, and courteous under pressure.

Work Environment

General office environment with moderate noise level typical of call center conditions.

Physical Requirements

• Ability to walk, stand, bend, squat, kneel, twist, and climb intermittently.
• Ability to lift up to 20 lbs.
• Ability to push, pull, or grasp objects such as files and drawers.
• Frequent use of computers, telephones, fax, and office equipment.

Apply Today

If you are an experienced, bilingual leader ready to motivate and inspire a high-performing call center team, we invite you to apply. Please submit your most recent resume for confidential consideration.